Order Support Agent
by Katexs
Status, returns, exchanges — resolved without a human ticket.
Overview
The overwhelming majority of ecommerce support volume is three questions: where is my order, how do I return this, and can I exchange it. Those tickets do not need a human, but they consume your team all day and slow down the ones that do.
This agent handles that volume end to end across chat, email, and phone. It verifies the customer, looks up the order, reports live tracking, issues return labels within policy, processes exchanges, and escalates anything outside the rules to your team with a full summary attached.
What it handles
- Look up order status and report live tracking
- Issue return labels within your policy window
- Process exchanges and size swaps
- Answer shipping, delivery, and stock questions
- Escalate damage, fraud, and exceptions with a summary
Channels
Integrations
Workflow
- 01
Verify
Customer identified by email, phone, or order number.
- 02
Look up
Order and live carrier tracking pulled in real time.
- 03
Resolve
Return label issued or exchange processed within policy.
- 04
Escalate or close
Exceptions handed to your team; resolved tickets closed automatically.
What you'll need
- Store and order system access
- Return and exchange policy rules
- Helpdesk escalation queue